Institute of Customer Service - UK Customer Satisfaction Index (UKCSI)
Suzuki GB PLC is proud to once again be ranked high in the latest bi-annual Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) published this week. Suzuki is in first position in the Automotive sector and in 22nd position overall across all measured sectors from 259 organisations.
The index is a barometer of customer satisfaction measuring sentiment across the country and asks over 10,000 consumers to rate their experiences of dealing with companies across 13 sectors, including those in the motor industry. 52,000 consumer responses were received in the latest UKCSI across all industries and 3,500 of those were from the Automotive sector.
Suzuki topped the Automotive table for customer satisfaction and reputation in the latest UKCSI. The industry sector average score was 79.4 points measured across 26 brands and with a score of 82.3, Suzuki scored significantly above this. Well worthy of note is that Suzuki is also five places ahead of the next Automotive brand from the full list of companies measured.
As part of the Index, customers are asked questions relating to five dimensions of customer satisfaction including Experience, Customer Ethos, Emotional Connection (including Trust) and Ethics. With reference to the Automotive specific sector of UKCSI, Suzuki again ranked 1st for Customer Ethics, Ethos and Experience.
The Net Promoter Score (NPS) which, in summary, is a calculation of the ratio of respondents that would likely recommend a brand to others is another key attribute for the brand. Suzuki scored very well here at 36.0 against an Automotive sector average of 30.1 and a lower all-sector average of 21.6.
Commenting on the results, Takanori Suzuki, Managing Director of Suzuki GB PLC, said: “We are very proud of our achievement to once again be in first position in the Automotive sector of UKCSI which further reinforces Suzuki as the number one Automotive brand for Trust. Consistent evolution of the Suzuki customer experience remains a core focus for us and the ongoing efforts of our staff and dealer network has once again really paid off.”
He added: “Without the support of our nationwide dealer network, and the hundreds of people that work tirelessly for the brand to deliver exceptional standards for our customers we could not have delivered such a fantastic result. I would like to again congratulate everyone who has played a part to attain yet another excellent achievement in Customer Satisfaction”.
Jo Causon, CEO of The Institute of Customer Service, said: “Congratulations to Suzuki on another strong showing in the UK Customer Satisfaction Index, and for being a consistent performer in recent years. The automotive sector – as with much of the wider economy - faces high inflation, supply chain issues and price pressures. Businesses need to remain focused on the customer experience to thrive in challenging times.
Well-run organisations are adept at balancing the needs of all stakeholders, shareholders, customers, employees and suppliers. Our research shows a clear link between employee engagement, customer satisfaction and long-term profitability.”
As a further demonstration of good customer service and to help ensure retention, Suzuki recently launched its Service Activated Warranty which is offered free of charge once a car or motorcycle reaches the end of its manufacturer warranty period and booked in for its next scheduled service within the Suzuki Dealer network.
This warranty stays in place until the next qualifying service and is then simply renewed again up to a maximum vehicle age of 7 years / 100,000 miles for cars or 70,000 miles for motorcycles - whichever comes first.
Major components are covered, and should a customer decide to sell their car or motorcycle between services and within the seven-year qualifying period, the warranty can simply be transferred to the next owner – again free of charge.